Click on a link below to view the relevant policy.
AS TO THE PROCESSING OF PERSONAL DATA IN ACCORDANCE WITH THE
General Data Protection Regulation
Comptons Solicitors LLP (“We”) are committed to protecting and respecting your privacy. This policy (together with our terms and conditions, client care information, and any other documents referred to in them or provided to you from time to time) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.
Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
For the purpose of the Data Protection Act 1998 (the Act), the data controller is Comptons Solicitors LLP of 90/92 Parkway Regents Park London NW1 7AN.
Our nominated Data Protection Officer for the purpose of the Act is Nicholas Goldreich.
Information about you
We are obliged by the Proceeds of Crime Act 2002 and the Money Laundering Regulations 2017 (MLR 2017) which came into force on 26thJune 2017 to obtain and hold documents which will contain your personal data in relation to which the GDPR 2018 will apply.
We will collect and process personal data about you in relation to property transactions including mortgages due to the requirements of that Lender or otherwise to carry out your instructions to us generally. Such data will include taking copies and electronically storing photographic identification (such as passport or drivers licence, bank statements and utility bills) as provided by you If you do not supply us with the personal data we have requested then we cannot proceed with your instructions given the breach of our statutory requirements. Therefore we do not require your consent to process your data in the above circumstances given we have a legitimate interest under GDPR. In the unlikely event we are required to process your data outside the remit of the above then we will seek your specific consent to do so. In such an event you have the right to withdraw such consent.
Information you give us.
This is information about you that you give us at any time throughout your matter including (without limitation) any information given in forms or contained in any documents, at a meeting, or by corresponding with us by phone, e-mail or otherwise. The information you give us may include your name, address, e-mail address and phone number, employment information, financial and credit card information, passport, driving licence, bank statements, utility bills, personal description and photograph. This will also include images captured by our office’s CCTV and any recorded phone conversations. You consent that we may contact you by phone (including mobile); email and post.
Information we collect about you and Information we receive from other sources.
This is information we may receive about you by virtue of our instruction in your matter and our representation of you. This will include (without limitation) information provided by any third party including other solicitors, barristers opponents, lenders, brokers, agents, experts, other advisors and any information of public record; professional indemnity insurers and brokers, auditors, the Solicitors Regulation Authority and the Law Society other professional advisors; Courts, Land Registry, Companies House and other such public bodies (details of which to be disclosed at the commencement of a transaction/as and when the need arises). Identification, fraud prevention and anti-money laundering checks.
Information you give to us and Information we collect about you and Information we receive
We will use this information required for the purpose for which we are instructed; to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information and services that you request from us; to provide you with information about other services we offer that are similar to those that you have already received or enquired about; and to notify you about changes to our service.
We will only disclose your personal information to third parties
if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or where required by statute or otherwise in relation to your matter. This includes exchanging information with other companies and organisations for the purposes of fraud and money laundering protection and instructing or liaising with other professional advisors such as barristers, surveyors or accountants.
We will NOT under any circumstances share your data for marketing purposes or profit but only as required to best deal with your work.
Where we store your personal data
Access to information
The Data Protection Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request will be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
Right to lodge a complaint
If you are not satisfied with the service we provide with regard to the protection of your Data you are entitled to contact the Information Commissioner’s Office Helpline: 0303 123 1113.
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
None of us likes to be the subject of a complaint, but if the firm is truly committed to providing a quality service to clients all personnel need to pick up on client dissatisfaction when it does arise and address it as best they can. The firm therefore operates a complaints handling process that seeks to ensure that it:
- knows about client dissatisfaction when if and when it does arise;
- takes all reasonable steps to ensure that the dissatisfaction is addressed and resolved wherever possible;
- reassures all clients who do complain that the firm will address their concerns without delay and that it takes all complaints seriously;
- learns from experience to lessen the risk of complaints in the future.
A complaint is any expression of client dissatisfaction however it is expressed. Any expression of client dissatisfaction which the fee earner is unable immediately to resolve. Some degree of common sense is needed in the application of the complaints handling procedure. If a client says ‘you solicitors charge a lot for what you do’ it would not usually be sufficient to amount to a complaint. If, however, the client claims that a quote or agreed costs ceiling has been exceeded without notice to them it almost certainly will be. If, on checking the file, the fee earner is able to advise the client that a letter that the client had overlooked had been written to warn that the costs would be greater than previously discussed, the problem would probably have been dealt with and there would be no need to report the complaint as such. In all cases, however, it is necessary to take a view on how the client is reacting to the particular circumstances. The firm’s overriding objective is to address client dissatisfaction.
All firms are obliged to make a copy of their Complaints Handling Procedure available on request. The Complaints Handling Procedure can be found on the firm’s website. If appropriate, you must refer the client to the policy, or print a copy off and send it to them if they might have difficulty in acquiring it for themselves.
If it is necessary to report a complaint please email details to Stephen Compton Managing Partner. The complaint will be recorded on the firm’s Complaints Register. Client complaints will usually involve no risk of loss to the firm or the client, but if there is any chance that the complaint could amount to circumstances that should be reported to the firm’s insurers you must stay on the side of safety by reporting it as such.
As required by our complaints procedure Stephen Compton Managing Partner will consider any complaint received in as objective a manner as possible and seek to resolve the dissatisfaction. In particular they will write to the complainant suggesting appropriate redress. In so doing they will also consider if a notification need to be made to the insurers and also consider if any aspect of the quality system needs amendment.
Nicholas Goldreich/COLP will maintain records of all complaints received and action taken on them. Nicholas Goldreich/COLP is also responsible for conducting a monthly review of all complaints records to enable him to report to the firm on any trends. This will form part of an annual management review which is considered by the partners and reported to all staff. It is essential that all personnel learn from their experience and address any underlying problems. In this way the firm can use its complaints data to help to prevent future difficulties.
There may be occasions when a complaint may be made by the firm, either against another solicitor through the LCS or through other procedures. The agreement of Stephen Compton Managing Partner is needed before doing so in order that the professional and commercial standing of the firm can first receive proper consideration
Complaints Handling Procedure
Our complaints procedure
If you have a complaint, please contact Stephen Compton, Managing Partner (contact details here). If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.
What will happen next?
- Within seven days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint.
- We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
- We would hope to be in a position to write to you within 21 days after first receiving your complaint dealing with the issues raised and setting out his views on the situation and any redress that we would feel to be appropriate.
- At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 14 days. This will happen in one of the following ways.
– Stephen Compton will review his own decision;
– We will arrange for someone in the firm who has not been involved in your complaint to review it;
– Nicholas Goldreich Partner will review your complaint within 14 days;
– We will invite you to agree to independent mediation. We will let you know how long this process will take;
- We will let you know the result of the review within ten days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
- If we have been unable to settle your complaint using our internal complaints process you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.
- You have six months from the date of this (our final) letter in which to complain to the Legal Ombudsman.
PO Box 6806
Where appropriate complaints can also be referred to the Solicitors Regulation Authority details below:
Solicitors Regulation Authority
199 Wharf Side Street
Birmingham B1 1RW
Telephone: 0370 6062555
DX 720293 Birmingham 47